Team Lead

Role & responsibilities

• Accountable for all Hub Operations and seek intervention from superior as appropriate.
• Achieving Cost per Shipment. Maintain the cost of operations as per budget.
• Achieve Zero lost shipment, shrinkage within hub and enroute.
• Proper planning and coordination with the support team for recovery if any.
• Achieve productivity of Van/Bike as per budget.
• 100% Compliance of KPI.
• Continuous Process Improvement and Adherence of Quality Standards at all times.
• Ensuring Customers are delighted at all times.
• Ensuring stock accuracy is maintained at all Hub assigned to him.
• Promptly and effectively manage customer escalations.
• Ensuring employee engagement initiatives are implemented.
• Ensure 100% ZTP (Zero Tolerance Policy).
• Filling Gaps in employee headcount within turnaround time.
• Hub Performance reporting.
• Ensure commercial and statutory compliances are met along with the support of teams.
• Team Management, Training and Development of Hub team.
• Achieving Maximum Productivity of manpower.
• Managing environmental bodies and statutory compliances.
• Continuously improve in reducing Error rate in Operations Management.
• Maintain high quality hygiene and safety for Facility & People.
• Grievance Handling and Conducting Open House/meetings with Hub teams. Ensure low attrition

rate.

• Ensure availability of adequate and trained manpower as per plan.
• Evaluate if the lost shipment cases qualify as insurance claims and that such claims are

processed in coordination with the Zonal Business Finance team.

Preferred candidate profile

1) Proactive engagement to solve customer issues before they escalate, a keen ability to gather and

act on customer feedback to drive customer experience improvements, and the agility to adapt

strategies in real-time to meet evolving customer needs.

2) Continuously strive to improve accuracy of delivery, speed & efficiency of operations & visibility of

touchpoints.

3) Success in this role is measured not only by individual performance but also by the ability to

contribute to a culture of Customer Obsession that aligns with our strategic goals as a leading e-

Commerce organization.